Originally published by Vice Motherboard.
“The Swedish Fish Theory”, an idea which went viral via a Reddit thread, suggests that packaging candy when sending in items for repair (specifically computer hardware) can lead to a quicker turnaround and better service. The story, which had been posted to a few other IT forums as well, got a lot of play online. To date, there are hundreds of comments from all throughout the IT world on the thread that brought the idea into the public consciousness.
Motherboard’s Joseph Neighbor meets with the originators of the theory, those that have tested it, and experts in behavioral economics to see if this personal touch in an otherwise impersonal interaction really makes a difference.